my order status 

COVID-19 UPDATE

Yes we are still shipping!

Absolutely! We’re still accepting and shipping orders internationally.
We’d recommend ordering to addresses that you know you’ll be able to access under most circumstances, such as your home, as opposed to business addresses to which you may have restricted access.

Please follow our Official Carrier's Latest Updates

HAS COVID-19 AFFECTED OUR SHIPPING DELAYS?

We constantly reach out to our carriers to stay informed of any circumstances and to make sure orders are processed in usual delays.
Latest Update: Our warehouses currently ship from Monday to Friday. Don’t panic if you don’t receive your shipping confirmation over the weekend;your order will be processed on the following Monday.
Please note that we've seen minor delays in a few countries, but if we notice any delays with your order, we'll be sure to get in touch at the email address you provided at checkout .
Also, you can always select Canada Post or DHL Express (faster shipping option) as carriers for your package.

Please follow our Official Carrier's Latest Updates


WHAT IF I CAN'T BE THERE TO RECEIVE MY PACKAGE?

If you can’t modify your delivery address, and no one else can accept the delivery, it will be returned to us and we will notify you as soon as we receive it. We can hold the package here to ship it again once your country accepts packages or at your convenience.
 
We’ve also extended the returns period to 60 days to cover any inconvenience in the return process. If you encounter any issues when returning your items, please contact us here.

 

i have not received my order

My order has never been delivered

The Air shipping which takes 2 to 3 weeks, can sometimes be delayed by various things such as interruption of service or customs.

The parcel might still be in transit and if it cannot be delivered to you for some reason, it is shipped back to us by the local courrier company. They ship the parcel back using the same shipping method, which doubles the waiting time. Since there is no tracking we cannot accurately tell where the parcel is and we also cannot guarantee that the parcel will make it to you as stated in our terms (https://www.rise.ca/pages/terms).

Can I get a refund?

The refund is not possible as long as the parcel has not reached our warehouse. The parcel will have to reach us in order for a full refund to be applied.

If the parcel reaches our office we will let you know by email on the same day, and we will inform you on the reason of its non delivery. We will then be able to ship it again.

Claim my parcel

If you are provided with a tracking link and it states that your order has arrived but it's not the case, please feel free to contact our Support Team support@rise.ca and claim your parcel, we will make sure to get your order delivered!

My order status is fulfilled. What does it mean?

The order status page updates in real time as the status of the shipment changes. 

Possible statuses are:

  1. Confirmed - You successfully completed a checkout, but we have not shipped or fulfilled the order yet.
  2. Fulfilled- The order has been packed and dispatched to the carrier.
  3. Your shipment is confirmed- Your order is on its way.
  4. Out for delivery - Your order will be delivered soon.
  5. Attempted delivery - The carrier attempted to deliver the order to the destination address, but was unsuccessful.
  6. Delivered - You received your order.

Note for order without a tracking: You will only receive the notification notification "fulfilled" which means your order has been dispatched and is on its way. You can refer to the shipping delivery delay here for an approximate date of delivery.

My parcel is marked as delivered, but I haven't received it

If your tracking states your package has been delivered, but you have not received it, we first recommend to check with your neighbors if someone has collected the package for you, or with your concierge, your community mailbox or parcel locker.

If you still can't find it within 24 hours, please contact our Support Team at support@rise.ca and we will open an investigation with Canada Post to locate the parcel. Please note that a claim can only be submitted if the shipping method includes a tracking option and has been shipped with Canada Post.

Note: All lost parcel claims must be made within 30 days of the delivery date.  

backorder items

If you ordered an item on backorder, we will ship it to you as soon as the particular item is back in stock.

We are usually not out of stock for more than 2-4 weeks. Due to high demand, we try and prevent it, but it can happen. If an item is on backorder, there will be a notice under the product description, as well as in your order confirmation email.
In these circumstances, we may ship the available items separately from the backordered ones.

We will contact you by email email if we do.
Thank you

my order status

COVID-19 UPDATE

Yes we are still shipping!

Absolutely! We’re still accepting and shipping orders internationally.
We’d recommend ordering to addresses that you know you’ll be able to access under most circumstances, such as your home, as opposed to business addresses to which you may have restricted access.

Please follow our Official Carrier's Latest Updates

HAS COVID-19 AFFECTED OUR SHIPPING DELAYS?

We constantly reach out to our carriers to stay informed of any circumstances and to make sure orders are processed in usual delays.
Latest Update: Our warehouses currently ship from Monday to Friday. Don’t panic if you don’t receive your shipping confirmation over the weekend;your order will be processed on the following Monday.
Please note that we've seen minor delays in a few countries, but if we notice any delays with your order, we'll be sure to get in touch at the email address you provided at checkout .
Also, you can always select Canada Post or DHL Express (faster shipping option) as carriers for your package.

Please follow our Official Carrier's Latest Updates


WHAT IF I CAN'T BE THERE TO RECEIVE MY PACKAGE?

If you can’t modify your delivery address, and no one else can accept the delivery, it will be returned to us and we will notify you as soon as we receive it. We can hold the package here to ship it again once your country accepts packages or at your convenience.
 
We’ve also extended the returns period to 60 days to cover any inconvenience in the return process. If you encounter any issues when returning your items, please contact us here.

 

I have not received my order

My order has never been delivered

The Air shipping which takes 2 to 3 weeks, can sometimes be delayed by various things such as interruption of service or customs.

The parcel might still be in transit and if it cannot be delivered to you for some reason, it is shipped back to us by the local courrier company. They ship the parcel back using the same shipping method, which doubles the waiting time. Since there is no tracking we cannot accurately tell where the parcel is and we also cannot guarantee that the parcel will make it to you as stated in our terms (https://www.rise.ca/pages/terms).

Can I get a refund?

The refund is not possible as long as the parcel has not reached our warehouse. The parcel will have to reach us in order for a full refund to be applied.

If the parcel reaches our office we will let you know by email on the same day, and we will inform you on the reason of its non delivery. We will then be able to ship it again.

Claim my parcel

If you are provided with a tracking link and it states that your order has arrived but it's not the case, please feel free to contact our Support Team support@rise.ca and claim your parcel, we will make sure to get your order delivered!

MY ORDER STATUS IS FULFILLED. WHAT DOES IT MEAN?

The order status page updates in real time as the status of the shipment changes.

Possible statuses are:

  1. Confirmed - You successfully completed a checkout, but we have not shipped or fulfilled the order yet.
  2. Fulfilled- The order has been packed and dispatched to the carrier.
  3. Your shipment is confirmed- Your order is on its way.
  4. Out for delivery - Your order will be delivered soon.
  5. Attempted delivery - The carrier attempted to deliver the order to the destination address, but was unsuccessful.
  6. Delivered - You received your order.

Note for order without a tracking: You will only receive the notification notification "fulfilled" which means your order has been dispatched and is on its way. You can refer to the shipping delivery delay here for an approximate date of delivery.

MY PARCEL IS MARKED AS DELIVERED, BUT I HAVEN'T RECEIVED IT

If your tracking states your package has been delivered, but you have not received it, we first recommend to check with your neighbors if someone has collected the package for you, or with your concierge, your community mailbox or parcel locker.

If you still can't find it within 24 hours, please contact our Support Team at support@rise.ca and we will open an investigation with Canada Post to locate the parcel. Please note that a claim can only be submitted if the shipping method includes a tracking option and has been shipped with Canada Post.

Note: All lost parcel claims must be made within 30 days of the delivery date.

BACKORDER ITEMS

If you ordered an item on backorder, we will ship it to you as soon as the particular item is back in stock.

We are usually not out of stock for more than 2-4 weeks. Due to high demand, we try and prevent it, but it can happen. If an item is on backorder, there will be a notice under the product description, as well as in your order confirmation email.
In these circumstances, we may ship the available items separately from the backordered ones.

We will contact you by email email if we do.
Thank you